Without metrics, decisions are based on perception. This guide lists the essential KPIs for Service Desk and shows how to extract them from GLPI.
The 10 essential KPIs
1. Ticket volume
Total tickets opened per period. Shows demand and helps size the team.
2. First-level resolution rate
% of tickets resolved at the first level without escalation. Target: 70-80%.
3. Average response time (TTO)
Time between opening and first assignment. Measures triage agility.
4. Average resolution time (TTR)
Time between opening and solution. The most closely tracked indicator by managers.
5. SLA compliance rate
% of tickets resolved within SLA deadline. Target: above 90%.
6. Satisfaction index
Average score from satisfaction surveys. Target: above 4.0/5.0.
7. Reopening rate
% of tickets reopened after solution. Indicates resolution quality. Target: below 5%.
8. Backlog (pending tickets)
Total open and unresolved tickets. Continuous growth indicates understaffing.
9. Average ticket age
Average days between opening and today for open tickets. High age = forgotten tickets.
10. Tickets per technician
Workload distribution among technicians. Imbalance indicates the need for Smart Assign.
Where to find them in GLPI
Go to Assistance > Statistics for native reports. For visual dashboards, connect Metabase or Grafana to the GLPI database.
